Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Ilias Danatzis and Jana Möller-Herm
| Year of publication: |
2023
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|---|---|
| Authors: | Danatzis, Ilias ; Möller-Herm, Jana |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 26.2023, 3, p. 459-475
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| Subject: | blame attributions | COVID-19 pandemic | customer misbehavior | employee interventions | frontline employees | Coronavirus | Arbeitskräfte | Workforce | Verkaufspersonal | Salespeople | Dienstleistungsqualität | Service quality | Epidemie | Epidemic | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10946705221150441 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014326009